Refunds, Cancellations and Subscription Changes FAQ
This article answers the most common questions about CoachRx billing, refunds, cancellations, and plan changes. If your question is not covered here, email coachrxsupport@opexfit.com.
Refunds
Can I get a refund?
Refund requests are reviewed case by case. Generally:
Within 7 days of first charge: We typically issue a full refund, no questions asked.
Duplicate charges or billing errors: Always refunded immediately.
Outside 7 days: Partial or prorated refunds may be considered if there is a clear reason (extended illness, technical issues we could not resolve).
Plan downgrades: No refunds for the remaining time on your previous plan tier.
How do I request a refund?
Email coachrxsupport@opexfit.com with your CoachRx email, the date of the charge, and a brief reason for the request. Most refunds are processed within 24 business hours.
How long until I see the refund?
Once we process the refund, it typically takes 5 to 10 business days to appear on your card or bank statement, depending on your bank.
Cancellations
How do I cancel my subscription?
You can cancel anytime directly from your account:
Sign in to CoachRx on the web at app.coachrx.com.
Go to Account Settings - Plan & Billing.
Click Cancel Subscription.
Confirm the cancellation.
Your subscription stays active until the end of the current billing period, then it does not renew.
Do I lose access immediately when I cancel?
No. You keep full access through the end of your paid billing period. If you cancel on the 15th and your billing cycle ends on the 30th, you have access through the 30th.
What happens to my client data if I cancel?
Your data is retained for 90 days after cancellation. If you reactivate within that window, everything picks up exactly where you left off. After 90 days, your workspace is permanently deleted.
Plan Changes
Will my plan automatically upgrade when I add more clients?
No. CoachRx does not automatically move you to a higher plan tier when your client count grows. If you are close to your plan limit, we send you a notification and the upgrade requires your confirmation in Plan & Billing. You stay in control of when you pay more.
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If you ever feel a plan change happened without your confirmation, contact support immediately at coachrxsupport@opexfit.com with your CoachRx email and the date of the change. We will review and resolve.
How do I upgrade my plan?
Go to Account Settings - Plan & Billing - Change Plan. Upgrades take effect immediately once you confirm. You will be charged a prorated amount for the remainder of your current billing cycle.
How do I downgrade my plan?
Go to Account Settings - Plan & Billing - Change Plan. Downgrades are self-service - you can do them yourself anytime. Downgrades take effect at the start of your next billing cycle, so you keep your current plan's features until then. There is no refund for the remaining time on your previous tier.
What if my plan tier was retired or changed?
From time to time we adjust our plan tiers. When that happens, existing coaches on a retired tier receive advance notice by email and remain grandfathered for the rest of the current term where possible. If you believe your plan changed unexpectedly or you were not notified, reach out to support and we will investigate.
How do I add more coach seats to my organization?
Owners can add coach seats from Account Settings - Plan & Billing - Manage Seats. You will be charged a prorated amount for new seats added mid-cycle.
Payment Issues
What happens if my payment fails?
We automatically retry the charge over the following 7 days. You receive email notifications at each retry. If all retries fail, your account enters a grace period before being suspended. Update your card in Account Settings - Plan & Billing - Payment Method at any time.
How do I update my payment method?
Go to Account Settings - Plan & Billing - Payment Method and click Update Card. Changes take effect on your next charge.
Can I get an invoice or receipt?
Yes. All past invoices are available in Account Settings - Plan & Billing - Billing History. Click any invoice to download a PDF.
Still Need Help?
Email coachrxsupport@opexfit.com with your CoachRx email and the details of your question. For billing issues, including the charge date and dollar amount helps us resolve things faster.
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